Direct Debit

[Rabbitthekitten]

Vodafone seem to think that I have cancelled my Direct Debit despite my bank confirming that it has not been cancelled. Now my bill has not been paid and now I am being threatened with being cut off because Vodafone are being crap again. I am not paying by debit card because I will be charged extra. I suspect this is why Vodafone are doing this because they love to think of new ways to rip off customers. I have tried to chat via live chat but it is not working properly. I am not going to call Vodafone because unless you have anything in writing they tell lies to you. Can someone here sort this out or am I going to the ombudsman? 

[BandOfBrothers]

Hi

Banks are really cautious over direct debit set up a in relation to mobile phone contracts which can cause issues. 

Contacting customer service on 191 would be advantageous. 

If you do use live chat then request a copy of the transcript. 

As this is in connection to your bills then I would suggest just checking your credit file just in case anything is applied to it if the bill isn't taken thus paid late. Experian offer this service via various routes. One being a free trial. 

[Rabbitthekitten]

The direct debit worked last month. And every single month prior over past however many years. 

[BandOfBrothers]

Ok. 

If normal customer service are unable to help further then try the dedicated number for issues. 

[Removed by admin] – the call is free from all UK landlines and mobiles.

[Rabbitthekitten]

I'm not phoning because in my experience phoning gets you nowhere, as they say one thing and do another. I want everything in writing. 

[Retired-Viki_R]

Hi @Rabbitthekitten

As @BandOfBrothers has advised, please speak to Live Chat regarding this as you will have a transcript sent to you after this if you request one, so you have confirmation of everything said in the chat.

Thanks,

Viki

[Rabbitthekitten]

Live chat is worse than useless and does not work half the time you try to use it. Vodafone are a communications company that makes it impossible to communicate with them. 

[hrym]

Some banks can be very iffy about direct debits to mobile phone companies and, in some cases, the system rejects all kind of things at gatekeeper level, which frontline staff can't always see.   However, if your bank thinks the DD is in place, and it's worked up to now, it's probably OK at their end.

I suspect that what may have happened is that the Vodafone system has lost the record for some reason.   Unsatisfactory as this may be, the quickest way to remedy the situation is probably to cancel with your bank and set it up again.   It wouldn't hurt to tell your bank what you're doing, just in case their security throws a wobbly.

You could spend weeks or months arguing with Vodafone, but if the record has gone, it's gone and this is probably what'll have to happen in the end anyway.